Operations Metrics

  1. This dashboard incorporates operational-level metrics.
  2. Only wrapped-up/closed conversations are considered for this report.

Below are the items available under this report:

  • Unique customers - The total number of unique customers handled by the agents through all channels.
  • Total customer conversations - The total number of conversations handled by the agents for all the unique customers.
  • Total channel conversations - The total number of conversations across all channels for all the unique customers.
  • Distribution of Channel Conversations - The number of conversations per channel is represented in a bar graph. With the help of this data, Supervisors can identify which channels are most popular among customers and optimize their services to meet customer preferences.

    For example, if there is a significant volume of inquiries through chat, the center can assign and train more agents to handle chat conversations during peak times.

  • Inbound conversation - It shows the total number of inbound calls.
    • Agent Answered - It shows the count of calls where the call was successfully established between the agent and the customer.
    • Abandoned - It shows the count of calls where the call could not be connected between the agent and the customer. 

Note: This would also include the calls that do not enter the queue and are answered by a bot. 

  • Inbound Abandoned Reasons - It displays the number of calls for each of the following scenarios:
    • Wait timeout - Number of calls entered into the queue but timed out.
    • Customer disconnected - Number of calls entered the queue but customers dropped in between.
    • Agent Assignment failed - Number of calls entered the queue but could not be connected to an agent.
    • Failed - Number of calls that have not entered any queue and are answered by a bot.

      For example, reports help with capacity planning by providing historical data on abandoned conversations. This information is also valuable for forecasting future demand and ensuring that the organization has the necessary resources to handle incoming conversations.
  • Outbound conversation - It shows the total number of outbound calls.
    • Customer Answered - It shows the count of calls that were answered by the customers.
    • Customer Unanswered - It shows the count of calls that were not answered by the customers.
    • Failed - It shows the count of calls that were failed because of some technical issues. 
  • Conversations by Channel - It displays the distribution of conversations per channel on an hourly/daily/weekly/monthly basis. This helps in the allocation of resources based on daily, weekly, or monthly trends.

    For example, if the last month’s data shows that there are more call conversations, you can plan to allot more agents to handle calls in the coming month.

  • Conversations per Disposition - This displays the distribution of conversations based on their outcomes or dispositions.

    For example, recurring dispositions related to product inquiries may indicate a need for additional product information.

  • Average Conversation Time - This chart shows the average duration it takes for an agent to handle a customer conversation from start to finish. It includes the time the agent spends talking to the customer, time the agent takes in the wrap-up section as well as any additional tasks such as after-call work or ticket creation (in case of active integration).

    For example, if certain agents consistently have longer conversation times, targeted training programs can be implemented to address specific challenges and improve performance.

  • Abandoned Rate - This chart shows the percentage of conversations abandoned in the queue before reaching an agent.
    Note: This would also include the calls that do not enter the queue and are answered by a bot.

    For example, if a supervisor notices a rise in the abandoned rate during specified peak hours, it could mean that the contact center is receiving more call volumes than it can efficiently handle with the present staffing levels during these peak hours. Along with this, the supervisor can examine the data "Inbound Abandoned Reasons" to determine the true cause of the increase in the abandoned rate.

  • Average Handle Time - This chart shows the average time spent by an agent with a customer. It includes the time the agent spends talking to the customer until the wrap-up.

    For example, a team/agent with a continuously high average handling time may indicate a need for extra training to guarantee that no unnecessary time is spent on each customer engagement.

  • Average Wrap-up Time - This chart shows the average time taken in the wrap-up section after the conversation is solved. If there is an active integration with the CRM, then this will also include case/ticket creation.

    For example, if a supervisor observes a gradual increase in Average Wrap-Up Time over the past few weeks, it suggests that agents are spending more time on wrap-up activities after each customer conversation, potentially impacting the speed of handling subsequent conversations. This indicates that agents need additional training or support in optimizing their post-call activities.
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